Vmware Support Service Level Agreement

“Increased privileges” means that additional permissions are temporarily executed to perform specific tasks, such as setting up .B sources, managing the user, deleting a distributed group of ports, installing third-party software, and creating service accounts. 1.2 Reaction time. We will do everything in our power to respond to your requests for support by ticket or phone within the following time frame: “Assistance Window” refers to the period during which a service function or compatibility with a separate product or service is supported. 4.3. If we do not comply with the guarantee in this paragraph 4, you are entitled to a service credit of USD 50 per event, up to 100% of the recurring monthly tax for the firewall concerned for each calendar month. You must apply for a credit in writing by sending an email to support@cleardata.com no later than seven days after the event that generated the credit. We will contact you within 30 days to approve or reject the application or to request more information. If the fee is approved, the balance will be displayed on your monthly bill after approval. We will respond with a support ticket, email, phone call or all these methods, depending on the seriousness of the situation and in accordance with all the procedures we have put in place with you on your behalf. Claims To review a claim, you must submit the application to customer support to Microsoft Corporation, including all information necessary to validate the claim, including, but not limited to: (i) a detailed description of the incident; (ii) information on the time and duration of the downtime; (iii) the number and location of the users involved (if any); and (iv) descriptions of your attempts to correct the incident at the time of the occurrence.

If we do not reach and manage service levels for each service as described in this ALS, you may be eligible for credit on a portion of your monthly service charge. We will not change the terms of your ALS for the initial duration of your subscription; However, if you extend your subscription, the current version of this ALS on the renewal date applies throughout the extension period. We will provide at least 90 days in advance for significant changes to this ALS. To obtain any of the financial credits described above, the customer must notify Google`s technical assistance within thirty days of the date the customer is entitled to obtain a financial credit. Customers must also provide Google with server log files indicating the loss of external connection errors or support access, as well as the date and time of the occurrence of these errors. If the client does not meet these requirements, his right to a financial credit expires. 5.2 SAN SLA. If we do not comply with the warranty in paragraph 5 of this paragraph and if the failure is detrimental to your hosted system, you are entitled to a credit equal to 5% of your monthly fee for the half hour of the shutdown (after the initial 30-minute shutdown) or delays in the start of repairs, depending on the case, for the service concerned and any server directly connected to the SAN, up to 100% of the recurring monthly fee for the SAN service and these servers for each calendar month. 6.2.1 Customer Prem to Cloud Backup Service.